Empathetic Mortgage Arrears Support Specialist

Description This; Leeds; Hybrid; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Private medical insurance

Competitive pension plan

Annual performance-related bonus

Training and development

Wellhub health & wellness resources

Volunteering days

Job summary

Nationwide is hiring a Customer Support Associate for the Later Stage Mortgages team. You will support customers with accounts over 90 days in arrears, using effective questioning to understand situations and complete affordability forms with empathy and care.

You will handle inbound and outbound calls, manage complaints, and perform admin tasks while adhering to tight service level agreements. The role offers hybrid working across the UK with regular site visits.

Qualifications

• Experience supporting vulnerable customers with empathy and care.
• Strong communication and listening skills.
• Telephony experience with customer calls to manage queries.
• Flexible, organised and able to manage your own workload.

Responsibilities

• Handle inbound and outbound customer calls relating to accounts in arrears.
• Take ownership of complaints and ensure they are logged and resolved.
• Gather affordability information and complete forms in line with procedures.
• Perform administrative tasks such as letter writing while meeting service levels.

Skills

Empathy for vulnerable customers

Communication skills

Telephony experience

Customer service oriented

Time management

Job description

Nationwide is hiring a Customer Support Associate for the Later Stage Mortgages team. You will support customers with accounts over 90 days in arrears, using effective questioning to understand situations and complete affordability forms with empathy and care.

You will handle inbound and outbound calls, manage complaints, and perform admin tasks while adhering to tight service level agreements. The role offers hybrid working across the UK with regular site visits.